Complaints Policy
Last Updated: 5 December 2025
Our Commitment
At ProperLoans, we are committed to providing high-quality services to our customers. We take all complaints seriously and aim to resolve them fairly, efficiently, and in accordance with our obligations under Australian financial services regulations.
What is a Complaint?
A complaint is an expression of dissatisfaction about our services, staff, or the handling of a complaint, where a response or resolution is explicitly or implicitly expected.
How to Lodge a Complaint
You can lodge a complaint with us through any of the following methods:
complaints@properloans.com.au
📞 Phone
1300 XXX XXX (Monday to Friday, 9am - 5pm AEST)
✉️ Mail
Complaints Officer
ProperLoans Pty Ltd
Level 10, 99 York St
Sydney NSW 2000
💬 Online Form
Visit our Contact page and submit a complaint through our online form
Information to Include
To help us resolve your complaint quickly, please provide:
- Your full name and contact details
- A clear description of the issue
- Relevant dates and reference numbers
- Copies of any supporting documents
- What outcome you are seeking
Our Complaints Process
Acknowledgment
We will acknowledge receipt of your complaint within 1 business day and provide you with a reference number.
Investigation
We will investigate your complaint thoroughly and may contact you for additional information.
Resolution
We aim to resolve most complaints within 30 days. If we need more time, we will keep you informed of our progress.
Response
We will provide you with a written response explaining our decision and any actions taken.
If You're Not Satisfied
If you are not satisfied with our response, you have the right to escalate your complaint to:
Australian Financial Complaints Authority (AFCA)
AFCA is a free, independent dispute resolution service for financial complaints.
Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Office of the Australian Information Commissioner (OAIC)
For privacy-related complaints.
Website: www.oaic.gov.au
Phone: 1300 363 992
Our Promise
We are committed to:
- Treating all complaints seriously and with respect
- Handling complaints fairly and objectively
- Keeping you informed throughout the process
- Protecting your privacy and confidentiality
- Using complaints to improve our services
Need Help?
If you have any questions about our complaints process, please contact our Complaints Officer atcomplaints@properloans.com.au